Quality & Continuous Improvement Manager

Job Detail

As a Quality & Continuous Improvement Manager, you provide insights on what our guests are telling us. Working closely with key stakeholders to uplift and uphold the brand standards and what truly represent us. A little taste of your day-to-day Every day is different, but you’ll mostly be: - Formulate and structure the hotel experience committee ensuring engagement and participation from Hotel leadership operation Team. - Support Hotel Manager in reviewing and analyzing hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, Mystery Shop, etc.) on a regular basis and provide a clear understanding of the root cause of the issues and areas to improve. - Assist the leadership team in building the Quarterly Tactical Solve Action Planning (identification of problems, root cause analysis, and action plan). - Monitor implementation of Tactical Solve action points, and communicate progress on key identified areas. - Develop and conduct service quality and brand standards audits with department head stakeholders. - Support department leads in the annual quality evaluation audit and takes necessary actions post-quality evaluation audit and guest experience evaluation. - Promote service excellence initiatives across the hotel and identify training gaps to enhance the guest experience. - Ensure that the Front Office/Leadership Team responds to all guest reviews on our OTA sites in a timely manner using the Medallia Portal. - Assist the Operations Team on initiatives that drive guest satisfaction and business performance in key areas. - Lead the implementation of IHG’s new quality tools and initiatives. - Conducts and support quality related training initiatives in the hotel